Support centre
How can we help?
Site down or payments failing? Raise a Critical ticket and tap the call button so it's seen straight away.
Tap to callHelp centre
Answers, fast.
How do I raise a support ticket?
Use the ticket form on this page, or email the support address. Pick a severity and tell us the page or screen, what you expected and what happened. Screenshots help.
What counts as a critical issue?
Your site or app is down, customers cannot pay, or data looks wrong or exposed. For anything critical, mark the ticket Critical and also call us so it is seen straight away.
Do I have to pay every month?
No. Build and hand over is a single payment: you get the complete, working site on your own hosting, with 30 days of fixes. A monthly plan is only for when you want us to host it, manage it and make changes for you.
Do you support sites or apps you didn't build?
Yes. We start with a paid audit of the code, hosting and security, then quote a care plan once we know what we are looking after.
What if I need more hours than my plan includes?
Extra work is quoted before we start and billed at the standard hourly rate. Unused plan hours do not roll over.
Where is my site hosted?
On global edge hosting with data centres in Sydney and Melbourne, automatic HTTPS and daily backups. Databases run in Australian regions unless you ask otherwise.
How do backups and restores work?
Backups run daily and are kept for 30 days. Ask for a restore in a ticket; most restores are done within one business day, faster on Priority.
Who owns the code and the domain?
You do. The code, content and domain are yours, and we hand over the repository and access at any time, including if you leave.
Can I change or cancel my plan?
Plans are month to month. Move up or down from the next billing month, or cancel with 30 days' notice.
Can I update the content myself?
Yes, on sites with content editing. We show you how at handover, and the help guide stays in your dashboard.
How do you handle security updates?
Dependencies are checked every week and patched every month, or within one business day when a serious vulnerability is announced.
Can you help with domains and email?
Yes. We set up domains, DNS and business email, and fix delivery problems such as messages landing in spam.
Support options
Pay once, or stay looked after.
Build and hand over
Pay once. Own a complete, working site.
From $1,990
Or spread it over 3 months, interest-free.
After that, any change is quoted per job. No monthly fee.
Get a quote- The full website with every tool working
- Checkout and payments tested end to end
- Launched on your domain and your hosting
- Code, logins and a handover session
- 30 days of fixes after launch
Option 2 · Ongoing, month to month, no lock-in
- 1 hour a month
Hosted
We host it and keep it running.
$119 / month
Typical elsewhere: $90–$180 a month
- Hosting, domain and SSL managed for you
- Uptime monitoring
- Monthly updates and security patches
- Daily backups, 30-day history
- 1 hour of changes each month
- 3 hours a monthMost chosen
Managed
Hosted, plus changes whenever you ask.
$349 / month
Typical elsewhere: $180–$380 a month for 1–3 hours
- Everything in Hosted
- Changes at your request, 3 hours each month
- Monthly analytics report
- Speed and SEO checks
- Next-business-day response
- 10 hours a month
Priority
For software the business runs on.
$890 / month
Typical elsewhere: $1,500+ a month for custom software
- Everything in Managed
- 10 hours of development each month
- 2-hour response to critical issues, 7 days
- Staging environment for safe testing
- Quarterly roadmap session
Response times
First response by severity and plan. Business hours are Monday to Friday, 9 to 5 Melbourne time.
| Severity | Hosted | Managed | Priority |
|---|---|---|---|
| CriticalSite or app is down, or payments are failing | 4 business hours | 2 business hours | 2 hours, 7am to 7pm, 7 days |
| HighA key feature is broken for many users | 1 business day | 4 business hours | 2 business hours |
| NormalA bug with a workaround, or a minor display issue | 2 business days | 1 business day | 4 business hours |
| Change requestNew content, a new page or a small feature | 3 business days | 2 business days | 1 business day |
Raise a ticket